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HP PCs - Wireless Keyboard and Mouse Troubleshooting

This document is for HP PCs using a wireless keyboard and/or mouse with a USB receiver.

Use these advanced steps and methods when a wireless input device is unresponsive or does not work as expected.

Keyboard or mouse does not work

If the wireless keyboard or mouse does not work, try these steps.

Step 1: Check the battery

A low battery can cause a wireless device to work incorrectly.

If the device uses batteries, install new batteries according to the guide in the battery compartment.
If the device is rechargeable, connect the charging cable to the device, and then to a power source, such as a USB-charging port on the computer or an external USB power adapter.

Charge the device until the LED light indicates a full charge, if available. Refer to the device manufacturer for more information.
LED battery indicator

MicroUSB cable to charging device

If the issue persists, continue to the next step.

Step 2: Check device connections

Make sure the device is properly connected and without wireless interference.

Make sure the wireless receiver is plugged directly into a USB port on your computer.

observação:
A USB hub might not provide enough power for your device to connect properly.

If you cannot locate the receiver, check the original packaging. Some HP Touch and All-in-Ones come with the USB receiver preinstalled in the computer. Or, look for a USB storage container on the device.
If your device has an On/Off switch, make sure it is set to ON.
Turn off any other wireless devices that you are not using, including Bluetooth.
Move the device closer to the wireless receiver, usually within 30 cm (1 ft).
Make sure there are no objects between the device and the wireless receiver. Objects such as TVs, cordless phones, or speakers can weaken wireless signals.
Test the device.

If the problem persists, continue to the next step.

Step 3: Connect the USB receiver to a different computer

Connect the device to another computer or laptop, if available, to make sure the hardware is working correctly.

If the device works, there might be an issue with the USB port on the other computer. Continue to the next step.
If the device does not work, there might be an issue with device hardware. Refer to your device manufacturer for support and warranty options.

Step 4: Reset the device connection

Resetting the device connection can resolve many connection issues or error states. Select the section that matches your wireless receiver type.

Wireless receivers without a Connect button	Wireless receiver with a Connect button

USB wireless receivers without a Connect button

Disconnect the wireless receiver from the computer to reset the connection. Make sure to complete these steps within 60 seconds.

Disconnect the USB receiver, and then wait 10 seconds.
Reconnect the wireless receiver into a different USB port on the computer.
Test the device.

If the issue persists, continue to the next step.

USB wireless receivers with a Connect button

Use the Connect buttons on the wireless receiver and device to reset the connection. Make sure to complete these steps within 60 seconds.

With the wireless receiver plugged into a different USB port, press and hold the Connect button until the LED light flashes.
Press and hold the Connect button on the device until the LED light on the wireless receiver stops flashing, confirming the connection.
Test the device.

If the issue persists, continue to the next step.

Step 5: Check for a device driver update

Use Device Manager in Windows to check for and install any driver updates.

In Windows, search for and open Device Manager.
Click the arrow next to Keyboards or Mice and other pointing devices to view the currently installed devices.
Right-click your device, and then select the option to update the driver.
On the Update Drivers screen, click Search automatically for updated driver software.
- If an update is not available, continue to the next step.
- If an update is available, update the driver, and then test the device. If the issue persists, continue to the next step.

Step 6: Use the HP PC Hardware Diagnostics tool

Use the HP PC Hardware Diagnostics tool for Windows to identify mouse and keyboard issues.

In Windows, search for and open HP PC Hardware Diagnostics for Windows.

If it does not display in the list, go to HP Hardware Diagnostics to download and install the software.
On the Main Menu, click Component Tests.
Click Input Devices, select all the available tests, and then click Run once.
Follow the on-screen instructions, and then review the test results.
- If any of the tests fail, write down the 24-digit failure ID code (also available in the Test Logs), and then contact HP Customer Support or service the computer.
- If all of the tests pass but the issue persists, continue to the next step.

Step 7: Check for a BIOS update

When the computer BIOS (Basic Input Output System) is out of date, you might experience issues with wireless devices.

cuidado:
Make sure you install the BIOS update for your specific computer model. Installing the wrong update can result in losing all computer functionality.

Select one of the following links for more information:

Step 8: Restore the computer to a previous state

Use Microsoft System Restore to go back to a specific date and time when the device worked properly.

Select one of the following links for more information:

Mouse tracks poorly or skips

If there is an issue with mouse tracking, try the following tips:

Change the mouse surface. Make sure the mouse is on a nontransparent, flat surface, such as a mouse pad or a white piece of paper. The device might not work on glass, grooved, translucent, or reflective surfaces.
Check the batteries. Replace any low batteries, and then make sure they are installed correctly. If the device has a rechargeable battery, make sure it is adequately charged.
Clean the plastic tracking lens. Dirt or fingerprint buildup can cause tracking issues. Use a damp cloth or cotton swab to clean the lens on the underside of the mouse.
Move the mouse closer to the wireless receiver. Make sure the mouse is within 30 cm (1 ft) of the receiver.
Remove any other objects. Move any objects that are between the device and wireless receiver, especially speakers.
Try a different USB port. Disconnect the wireless receiver, and then reconnect it to a different USB port on the computer. If the issue persists, make sure the device works on another computer.

observação:
A USB hub might not provide enough power for your device to connect properly.
Change device location. If you are using a device around large metal surfaces, move it to a new location to avoid connection issues.

Typed characters do not appear right away

Windows Ease of Access settings or a weak wireless connection might cause delayed typing.

Make sure the keyboard has adequate power.
Disconnect the wireless receiver, and then reconnect it to a different USB port on your computer.
On your computer, close any unused applications.
In Windows, search for and open Settings.
In Control Panel, click Ease of Access.
Click Keyboard, and then make sure Filter Keys is turned off.
If the issue persists, go to the Keyboard or mouse does not work section in this document.

Keyboard types in the wrong language

If the characters are displaying in a different language, make sure the default input language is correct.

In Windows, search for Control Panel.
In Control Panel, click Clock, Language, and Region.
Under Language, click Change input methods.
Next to your primary language, click Options.
Under Input method, confirm the language you want is listed.
If the language is incorrect, click Add an input method.
Select the desired input method, and then click Add.
Next to the input method you do not want, click Remove.
Click Save to save the changes.

Repeated characters display when typing

Filter Keys can stop the computer from processing brief or repeated keystrokes. By turning on Filter Keys, you can also slow the rate at which a key repeats when held down.

In Windows, search for and open Settings.
In Control Panel, click Ease of Access.
Click Keyboard, and then make sure Filter Keys is turned off.

Numeric keypad does not work

Resolve issues when either the numeric keypad does not work but the rest of the keyboard works correctly, or when the whole keyboard does not work but the numeric keypad works correctly.

Before you begin, make sure the Num Lock key is enabled. This key is usually located nearby or on the numeric keypad.

If the issue persists, continue with these steps.
In Windows, search for and open Control Panel.
In Control Panel, click Ease of Access.
Click Change how your keyboard works.
Uncheck the option for Turn on Mouse Keys.
Click OK to save the changes.

A key is stuck on the keyboard

If a key is stuck in the down position, gently remove the stuck key and clean the area.

Turn off the keyboard and remove the batteries, if available.
Insert a butter knife (or similar tool) under the key, and then gently pry it upwards.
Use a cotton swab with rubbing alcohol to clean the underside of the key, and then clean the slot on the keyboard.
Reinstall the key by snapping it back into place.
If the key still sticks, try a different keyboard or replace it.